Best Western The Hotel Chequamegon Reviews (%countItem)
Best Western The Hotel Chequamegon Rating
Address: 101 Lake Shore Dr W, Ashland, Wisconsin, United States, 54806-1646
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I checked in on 08/20 the room was okay, but the bathroom bathtub was dirty/ So dirty that you could take your finger and rub the dirt off. I contacted the front office to see have someone come up and clean the bathtub. I was advised that someone would come and take care of it. After 30 mins passed no one had arrived to clean the tub, I went down to the lobby to see what the issue was, the representative on sight had no clue what I was referring to, but she advised me at that time no one was on-site to clean the bathroom. Now I understand that with COVID the cleaning staff will not enter the room until the guest checks out, but it should be cleaned in between guests, the receptionist offered to give me towels so that I could clean the tub. I asked to have a manager contact me the following morning. When the manager contacted me she was unapologetic and advised me that sometimes they make mistakes. That is unacceptable since we have a global pandemic going on and spaces need to be extremely clean. Eventually, someone came to clean the tub, but it was still dirty, she sprayed the tub and wiped it down. She never turned the water on to rinse the tub or anything and it was still dirty. I and family decided not to use the tub and washed up in the sink. Looking around the room you could tell other areas hav/e not been cleaned in a while. The pictures on the website are very misleading. I and my family were set to check out on 08/25, however we will be checking out 08/23 to stay in another hotel until our trip is over.
Our front desk received a complaint about a dirty bathtub. Within 15 minutes, one of our housekeepers went to the room in order to remedy the situation by re-cleaning the room's bathtub. While she thanked our head housekeeper for taking care of it, the guest then came to the desk to say she was still unhappy.
The customer began a heated conversation with our front desk attendant / assistant general manager who remained calm and collected, trying to de-escalate the scene. The guest was demanding a discount on her room and soon started giving treats of posting bad reviews. When asked who she would be reporting to and what she would say, because we had taken care of the situation of which she complained, she said the Revdex.com and the severity of the review would depend on the amount of the discount she would receive.
It is our standard policy to treat every guest with the upmost respect, but when threats are made against personnel or the hotel's reputation in order for them to get their way, we do not acquiesce. Our regional manager was here for a meeting when this incident took place, and she agreed with our stance.
***General ManagerBest Western The Hotel Chequamegon101 W Lakeshore Drive, Ashland WI 54806715 682 9095
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The
manager is confused about the events or lying. The accusation of causing a
scene with the manager and her employee is inaccurate. I spoke with one employee face to face the
evening I arrived after waiting 30 minuets for cleaning staff, only to be told there
was no cleaning staff on site. I
verbally spoke to the manager the next morning via phone. Fifteen minuets after
the phone call with the manger the next morning was the cleaning attendant sent
to the room. While she cleaned the tub,
I sat on the bed. When she was done, she said she was leaving, and I said thank
you. When I got up to inspect the tub, I
saw it was still dirty. At that time, I posted a review on their Facebook page,
I never went to see anyone physically. Someone
from the hotel responded I am not sure whom, but I also expressed my
dissatisfaction on that post. I did not
threaten hotel staff, I told them I would be making a complaint and I did; I
called their district offices and contacted the Revdex.com when I
arrived back home. The room was not up
to standard for the prices you’re charging, and there should always be at least
one cleaning staff onsite 24 hours in case they’re needed. As a customer that is dissatisfied I have the
right to express my displeasure and let you know I’ll be making a complaint, Most managers would apologize for the
situation, but the manager told me to go ahead and file a complaint and I
did. I have posted a screenshot of my Facebook
post as well as pictures of the room, I also have photos of the stained curtain, but I was only allowed to upload 3.
Regards
Ms. Williams,
I am sorry that we are at in impasse concerning your stay last month. It is our position that we addressed your cleaning concern and applied a discount for your trouble. While there may not have been a visible "scene" in front of staff or others, you had a phone discussion and Facebook interaction with guest services and further said the content of your review would be determined by the amount of the discount you'd receive. At that point, the discussion was over. We do not negotiate based on threat of bad review.
***General ManagerBest Western The Hotel Chequamegon101 Lakeshore Drive West, Ashland, WI 54806715 682 [email protected]